Process

​Our easy-to-use, three-step service assists in resolving matters:

Step 1:

We will always suggest that you contact your dental professional and give them the opportunity to resolve matters first. In our experience, they often welcome the opportunity to deal with any concerns that you may have.

Step 2:

If you are not satisfied with the response from the dental professional and are unable to

resolve the matter, our complaints officers will work with you and the dental professional to try and reach a resolution. Our service is impartial therefore we do not take sides.

Step 3:

If a resolution can’t be reached and both you and the dental professional are in agreement, we would arrange a panel meeting; this is the final stage of our complaints process.

The panel consists of two lay members and a dental professional. They will hear both sides of the complaint and work towards facilitating an amicable resolution between you and the dental professional. If an agreement can’t be reached, the panel will make a recommendation in order to resolve the complaint.